The benefit is claimed by millions of people across the UK, including those on low incomes, people out of work and people unable to work because of health conditions or caring responsibilities. According to reports, 8.4 million people were claiming Universal Credit in Great Britain in January 2026.
Most Appointments Continue to Take Place Face to Face
The figures were released after former Conservative shadow chancellor Sir Mel Stride asked the Secretary of State for Work and Pensions Pat McFadden what proportion of Universal Credit work coach appointments were carried out in person, online or by telephone.
According to the response from Sir Stephen Timms, Minister of State for Social Security and Disability, the DWP uses different appointment methods depending on the purpose of the meeting, a claimant’s circumstances and the support identified by their work coach. For the most recent 12 weeks, attended appointments were split between three channels. The figures showed that 58.5 per cent took place in person, 16.2 per cent were completed by video and 25.3 per cent were carried out by phone.
The DWP said face-to-face support remains part of its service delivery approach. Claimants may be asked to attend meetings with work coaches when an in-person appointment is considered suitable for their situation. The department also said that all appointment formats can provide tailored support, allowing claimants to receive help with their claims and employment-related needs.
According to reports, the parliamentary question came as the government continued wider changes to benefit services, including plans to increase the proportion of face-to-face health assessments while keeping alternative options available for people who cannot attend because of health conditions or disabilities.
Universal Credit Changes Introduced for Claimants With Health Conditions
The appointment figures come after a series of changes announced for Universal Credit claimants in 2026. The reforms affect both the standard allowance and additional payments linked to health conditions that limit a person’s ability to work.
According to reports, the government announced that the basic Universal Credit standard allowance would increase above inflation over four financial years from 2026/27. By 2029/30, the standard allowance is expected to be 4.8 per cent higher than it would have been under previous arrangements based on Consumer Prices Index (CPI) inflation.
The changes also include a reduction to the Limited Capability for Work and Work-Related Activity (LCWRA) element for most newly eligible claimants. The monthly payment is set to fall from £432.27 to £217.26 before being frozen each year until 2029/30. A protected group has also been created for existing LCWRA recipients and new claimants who are terminally ill or have severe lifelong conditions where they are not expected to work.
The DWP said the changes were intended to rebalance benefit rates and support more people into employment. According to the department, the policy aims to reduce incentives for people to report themselves as unable to work in order to receive higher payments, while continuing support for those who need it.
The latest appointment figures show that while digital and telephone options remain available, face-to-face meetings continue to represent the largest share of attended Universal Credit work coach appointments.
